Method and apparatus for navigation of a dialogue system

ABSTRACT

In one embodiment, the present disclosure is a method and apparatus for navigation of a dialogue system. In one embodiment, a method for facilitating navigation of a menu of a dialogue system includes encoding data including information for navigating the menu in a machine-readable data structure and outputting the machine-readable data structure.

This application is a continuation of U.S. patent application Ser. No.12/617,804, filed Nov. 13, 2009, which is currently allowed and isherein incorporated by reference in its entirety.

FIELD OF THE INVENTION

The present invention relates generally to telecommunications andrelates more particularly to dialogue systems.

BACKGROUND

Dialogue systems are computer systems that provide information over acommunication device, such as a telephone. Dialogue systems are commonlyused, for example, in customer support applications. For instance, adialogue system can be used to allow customers to access information ina company's database by navigating a series of menu choices. As anexample, an airline may use a dialogue system in order to provideflight-related information such as flight number, flight status, or thelike.

Currently, users of dialogue systems must navigate menus by followingvoice prompts and speaking and/or pressing buttons or keys at theappropriate times. For example, a dialogue system that providesinformation on flight status may first ask the user to enter the day forwhich he seeks information, followed by the flight number, the cities ofdeparture and arrival, or other information that identifies the flight.This is time-consuming and often inconvenient, as the user may have tonavigate through many levels of the menu in order to obtain theinformation he is seeking. In addition, the user may make mistakes inentering information or in navigating the menus (e.g., enter the wrongflight number or choose “check in for flight” instead of “check flightstatus”), which adds to the time and frustration involved in obtainingthe desired information.

SUMMARY OF THE INVENTION

In one embodiment, the present disclosure is a method and apparatus fornavigation of a dialogue system. In one embodiment, a method forfacilitating navigation of a menu of a dialogue system includes encodingdata including information for navigating the menu in a machine-readabledata structure and outputting the machine-readable data structure.

BRIEF DESCRIPTION OF THE DRAWINGS

The teaching of the present disclosure can be readily understood byconsidering the following detailed description in conjunction with theaccompanying drawings, in which:

FIG. 1 is a schematic diagram illustrating one embodiment of a systemfor facilitating navigation of a dialogue system;

FIG. 2 is a flow diagram illustrating one embodiment of a method forencoding dialogue system navigation information in a machine-readabledata structure, according to the present invention;

FIG. 3 is a flow diagram illustrating one embodiment of a method fornavigating a dialogue system, according to the present invention; and

FIG. 4 is a high level block diagram of the data encoding method that isimplemented using a general purpose computing device.

To facilitate understanding, identical reference numerals have beenused, where possible, to designate identical elements that are common tothe figures.

DETAILED DESCRIPTION

In one embodiment, the present invention is a method and apparatus fornavigation of a dialogue system. Embodiments of the invention facilitatethe navigation of dialogue system menus by encoding pertinentinformation, such as phone number, navigation information, and otherinformation, in a machine readable data structure such as a bar code.The encoded information allows a user to navigate to the appropriate“destination” in the dialogue system's menu simply by scanning the datastructure with a communication device.

FIG. 1 is a schematic diagram illustrating one embodiment of a systemfor facilitating navigation of a dialogue system 100. The dialoguesystem 100 is a computer system that provides information of interest tohuman users over a communication network. For example, the dialoguesystem 100 may aid users in connecting to the customer supportdepartment of a service provider, such as a credit card company. Use ofthe dialogue system 100 involves navigating a menu by following promptsand making menu selections by speaking and/or pressing buttons or keysat the appropriate times.

As illustrated, the system further includes an application 102 thatgenerates machine-readable data structures 104. These machine readabledata structures 104 are readable, for example, by a communication device106. Although the communication device 106 is illustrated as being acellular telephone, the mobile device could, in fact, be anycommunication device capable of reading machine-readable datastructures, such as a landline telephone, a cellular telephone, a smartphone, a personal computer, a personal digital assistant, a gamingconsole, a global positioning system, a remote control, or the like.

The application 102 includes, for example, a server that hosts theapplication 102 and a database that stores information accessible by theapplication 102. The database may be a local database or a remotedatabase. The application 102 uses the information stored in thedatabase to generate the machine-readable data structures 104. Theinformation stored in the database relates to the dialogue system 100.In one embodiment, the information stored in the database includes atleast one of: information by which the dialogue system 100 is accessed(e.g., telephone number, Internet protocol address, text messagingnumber, email address, or the like), information for navigating a menuof the dialogue system 100 (e.g., interactive voice response navigationinformation), information about users of a product or service associatedwith the dialogue system 100 (e.g., user account numbers, user contactinformation), and information about products or services associated withthe dialogue system 100 (e.g., product numbers, stock-keeping units,flight numbers), and/or other identifying information.

The machine-readable data structure 104 encodes or maps at least some ofthe information contained in the database of the application 102 in aform that is readable by machines equipped with the proper readingcapabilities. For example, in one embodiment, the machine-readable datastructure 104 is a bar code that is readable by a bar code scannerembedded in the communication device 106. Within the context of thepresent invention, a “bar code” is understood to refer not only totraditional one-dimensional bar codes (i.e., which represent data in theform of parallel lines of varying width and spacing) but also totwo-dimensional matrix codes (e.g., which may represent data in the formof patterns such as polygons, dots, or other geometric patterns). In afurther embodiment, the machine-readable data structure further encodesinstructions that cause or enable the communication device 106 to carryout certain actions, such as placing a call to the dialogue system 100.

When the machine-readable data structure 104 is scanned by thecommunication device 106, the communication device 106 is provided withinformation that allows it to automatically self-navigate to aparticular destination within the menu of the dialogue system 100 (i.e.,without intervention or input from the user). In one embodiment,scanning of the machine-readable data structure 104 also initiates ortriggers a call to the dialogue system 100, in accordance withinstructions encoded in the machine-readable data structure 104.

For example, a credit card company may print a bar code on a customer'scredit card statement. If the customer has a question about hisstatement, he may scan the bar code with his cellular telephone, whichis equipped with a bar code scanner. Scanning the bar code causes thecellular telephone to place a call to the credit card company's customersupport phone number, which is implemented through an interactive voiceresponse system. Information encoded in the bar code enables thecellular telephone to self-navigate through the menu of the interactivevoice response system to the appropriate destination (e.g., arepresentative within the credit card company's billing department).

Additionally, the bar code may encode customer-specific information suchas name, account number, balance, last payment made, or the like, toexpedite location of the customer's data by the interactive voiceresponse system or a person on the other end of the call (e.g., therepresentative). In this way, the customer's needs are addressed in amanner that is both efficient and convenient for the customer. Thecustomer does not need to navigate through a lengthy and potentiallyconfusing menu. In addition, errors associated with the input ofinformation are substantially reduced.

In one embodiment, at least some of the data encoded in the machinereadable data structure 104 is encrypted prior to being encoded in themachine readable data structure 104. Encryption may be desirable, forexample, to protect sensitive or private information (e.g., accountnumbers, addresses, or the like). In this case, a server associated withthe dialogue system 100 may decrypt the encrypted data to facilitatenavigation of the menu.

FIG. 2 is a flow diagram illustrating one embodiment of a method 200 forencoding dialogue system navigation information in a machine-readabledata structure, according to the present invention. The method 200 maybe implemented, for example, by the application 102 illustrated inFIG. 1. As such, discussion of the method 200 makes reference to thesystem illustrated in FIG. 1. However, it will be appreciated that themethod 200 is not limited to use with the system of FIG. 1 and may, infact, be advantageously implemented within systems having alternateconfigurations.

The method 200 is initialized at step 202 and proceeds to step 204,where the application 102 retrieves data from a database. The dataincludes information for navigating a menu of the dialogue system 100(e.g., interactive voice response navigation information). In a furtherembodiment, the data includes information by which the dialogue system100 is accessed (e.g., telephone number, Internet protocol address, textmessaging number, email address, or the like). In a further embodimentstill, the data further includes information about users of a product orservice associated with the dialogue system 100 (e.g., user accountnumbers, user contact information, and/or other identifyinginformation), information about products or services associated with theinteractive dialogue system 100 (e.g., product numbers, stock-keepingunits, flight numbers, and/or other identifying information), or otherinformation.

In step 206, the application 102 encodes or maps the retrieved data in amachine-readable data structure 104, such as a bar code. The retrieveddata is encoded in a manner that allows a communication device 106 toself-navigate to a particular destination within a menu of the dialoguesystem 100 simply by scanning the machine-readable data structure 104.In one embodiment, encoding of the retrieved data includes encrypting atleast some of the retrieved data prior to the encoding.

The application 102 then outputs the machine-readable data structure 104in step 208. In one embodiment, the machine readable data structure 104is output to a document, such as a piece of correspondence (e.g., acredit card statement or other correspondence), a receipt, a feedbackrequest form, a sales or informational brochure, a movie poster, aflyer, or product packaging (e.g., for medication). This document may bea paper document, a digital document, or any other sort of visualdocument (e.g., displayed on a screen or a monitor if a user is visitinga website maintained by a service provider) that can be scanned fordata. The method 200 terminates in step 210.

FIG. 3 is a flow diagram illustrating one embodiment of a method 300 fornavigating a dialogue system, according to the present invention. Themethod 300 may be implemented, for example, by the communication device106 illustrated in FIG. 1. As such, discussion of the method 300 makesreference to the system illustrated in FIG. 1. However, it will beappreciated that the method 300 is not limited to use with the system ofFIG. 1 and may, in fact, be advantageously implemented within systemshaving alternate configurations.

The method 300 is initialized at step 302 and proceeds to step 304,where the communication device 106 scans a machine-readable datastructure 104. In one embodiment, the machine readable data structure104 is printed on a document (e.g., a credit card statement or displayedon a screen).

In step 306, the communication device 106 initiates a call to a dialoguesystem 100, in accordance with data encoded in the machine-readable datastructure 104. In particular, the communication device 106 initiates acall to a telephone number, internet protocol address, text messagingnumber, email address, or other contact means encoded in themachine-readable data structure 104. In one embodiment, the call isinitiated automatically by the communication device 106 in accordancewith instructions encoded in the machine-readable data structure 104.

In step 308, the communication device 106 navigates a menu of thedialogue system 100, in accordance with data encoded in themachine-readable data structure 104. In particular, the communicationdevice 106 navigates to a destination in the menu that is specified bythe data encoded in the machine-readable data structure 104 (e.g., thebilling department of a credit card company). In one embodiment, thecommunication device navigates the menu by selecting options specifiedin the data encoded in the machine-readable data structure 104 each timethe menu presents a choice. For example, if the menu presents a choiceof “Select 1 for English, or select 2 for Spanish,” the data encoded inthe machine readable data structure 104 causes the communication deviceto respond in a manner that selects the appropriate language.

In step 310, the communication device 106 determines whether toterminate the call. If the communication device concludes in step 310that the call should be terminated (e.g., a user ending a call), themethod 300 terminates in step 312 (e.g., by disconnecting the call).Alternatively, if the communication device concludes in step 310 thatthe call should not be terminated, then the communication device 106returns to step 310 and continues to navigate the menu of the dialoguesystem 100 in accordance with data encoded in the machine-readable datastructure 104, until the call is to be terminated.

It should be noted that although not specifically specified, one or moresteps of methods 200 and 300 may include a storing, displaying and/oroutputting step as required for a particular application. In otherwords, any data, records, fields, and/or intermediate results discussedin the methods 200 and 300 can be stored, displayed and/or outputted toanother device as required for a particular application. Furthermore,steps or blocks in FIGS. 2 and 3 that recite a determining operation, orinvolve a decision, do not necessarily require that both branches of thedetermining operation be practiced. In other words, one of the branchesof the determining operation can be deemed as an optional step.

The present invention may be advantageously implemented in a variety ofapplications. For example, as discussed above, embodiments of theinvention can greatly simplify customer service applications. However,embodiments of the invention can also be implemented in public safety orhealth applications as well, where timely provision of information canbe critical. For example, the packaging for a poisonous or hazardousproduct could have a machine-readable data structure printed thereonthat embeds the contact information for a local poison control center,along with pertinent information about the product itself.

FIG. 4 is a high level block diagram of the data encoding method that isimplemented using a general purpose computing device 400. In oneembodiment, a general purpose computing device 400 comprises a processor402, a memory 404, a data encoding module 405 and various input/output(I/O) devices 406 such as a display, a keyboard, a mouse, a modem, astylus, a joystick, a keypad, controller, a barcode scanner, and thelike. In one embodiment, at least one I/O device is a storage device(e.g., a disk drive, an optical disk drive, a floppy disk drive). Itshould be understood that the data encoding module 405 can beimplemented as a physical device or subsystem that is coupled to aprocessor through a communication channel.

Alternatively, the data encoding module 405 can be represented by one ormore software applications (or even a combination of software andhardware, e.g., using Application Specific Integrated Circuits (ASIC)),where the software is loaded from a storage medium (e.g., I/O devices406) and operated by the processor 402 in the memory 404 of the generalpurpose computing device 400. Thus, in one embodiment, the data encodingmodule 405 for encoding dialogue system navigation information in amachine-readable data structure described herein with reference to thepreceding Figures can be stored on a computer readable storage medium(e.g., RAM, magnetic or optical drive or diskette, and the like).

It should be noted that although not explicitly specified, one or moresteps of the methods described herein may include a storing, displayingand/or outputting step as required for a particular application. Inother words, any data, records, fields, and/or intermediate resultsdiscussed in the methods can be stored, displayed, and/or outputted toanother device as required for a particular application. Furthermore,steps or blocks in the accompanying Figures that recite a determiningoperation or involve a decision, do not necessarily require that bothbranches of the determining operation be practiced. In other words, oneof the branches of the determining operation can be deemed as anoptional step.

While various embodiments have been described above, it should beunderstood that they have been presented by way of example only, and notlimitation. Thus, the breadth and scope of a preferred embodiment shouldnot be limited by any of the above-described exemplary embodiments, butshould be defined only in accordance with the following claims and theirequivalents.

1. A method for facilitating navigation of a menu of a dialogue system,the method comprising: encoding data comprising information fornavigating the menu in a machine-readable data structure; and outputtingthe machine-readable data structure, wherein at least one of: theencoding or the outputting is performed by a processor.
 2. The method ofclaim 1, wherein the machine-readable data structure is a bar code. 3.The method of claim 1 wherein the dialogue system is an interactivevoice response system.
 4. The method of claim 1, wherein the informationis used for navigating a call to a specified destination in the menu. 5.The method of claim 1, where the data further comprises: information bywhich the dialogue system is accessed.
 6. The method of claim 1, wherethe data further comprises: information about a user communicating withthe dialogue system.
 7. The method of claim 1, where the data furthercomprises: information about a product or a service associated with thedialogue system.
 8. The method of claim 1, where the data furthercomprises: an instruction that causes a communication device to carry anaction.
 9. The method of claim 1, wherein the information enables acommunication device to self-navigate the menu.
 10. A computer readablestorage medium containing an executable program for facilitatingnavigation of a menu of a dialogue system, where the program performssteps of: encoding data comprising information for navigating the menuin a machine-readable data structure; and outputting themachine-readable data structure.
 11. The computer readable storagemedium of claim 10, wherein the machine-readable data structure is a barcode.
 12. The computer readable storage medium of claim 10, wherein thedialogue system is an interactive voice response system.
 13. Thecomputer readable storage medium of claim 10, wherein the information isused for navigating a call to a specified destination in the menu. 14.The computer readable storage medium of claim 10, where the data furthercomprises: information by which the dialogue system is accessed.
 15. Thecomputer readable storage medium of claim 10, where the data furthercomprises: information about a user communicating with the dialoguesystem.
 16. The computer readable storage medium of claim 10, where thedata further comprises: information about a product or a serviceassociated with the dialogue system.
 17. The computer readable storagemedium of claim 10, where the data further comprises: an instructionthat causes a communication device to carry an action.
 18. The computerreadable storage medium of claim 10, wherein the information enables acommunication device to self-navigate the menu.
 19. A system forfacilitating navigation of a menu of a dialogue system, the systemcomprising: means for encoding data comprising information fornavigating the menu in a machine-readable data structure; and means foroutputting the machine-readable data structure.
 20. The system of claim19, wherein the information enables a communication device toself-navigate the menu.